Paper jam message won't resolve

[Nickie65]

Hi, I have a two-fold query. My printer is an HP Officejet Pro 8600 Plus.

1. I have a continual paper jam error message. I've cleared everything as per normal, reset the printer and have even got the torch out to check for ting slivers of paper - none to be found.

2. Trying to get assistance from HP and having to enter the serial number to do so before anything else and the serial number is not being recognised. If my device is registered under a different email or phone number - would this be the reason for it? I also can't find anywhere in my profile to update any personal details.

Any assistance would be appreciated.

[VikramTheGreat · Accepted solution]

Hi @Nickie65,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I absolutely understand how frustrating both of these issues can be. Let's take them one at a time and get your OfficeJet Pro 8600 Plus back on track and properly registered with HP.

1. Persistent Paper Jam Error

Even when it appears clear, the printer can sometimes detect a “false” jam. Here’s the best approach to resolving it:

A. Systematic Jam Clearing

1. Turn off the printer and unplug it from its power source.
2. Carefully remove the duplexer from the back by pressing its release buttons and pulling it out.
3. Visually inspect and gently pull out any paper fragments, especially around the duplexer area,  using both hands to avoid tearing any pieces.
4. Open the front ink cartridge access door; ensure the carriage is on the right, then remove any debris.
5. If you have an optional Tray 2, temporarily remove it and inspect underneath.

B. Clean the Rollers

• Using a lint-free, slightly damp cloth, wipe the feed and exit rollers, inside the duplexer and main body, to remove dust and paper fibers.

C. Reset & Test

1. Reassemble everything, plug the power back in, and turn the printer on.
2. Try printing a status or test page.
3. If the error persists, repeat the above steps to ensure no fragments are hidden.

If, after all this, the error message still appears, it may indicate a hardware fault, and service might be the next step.

Related to the Serial number, we can look into this. Try the steps and let us know how it goes.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat